Moderation Agent
Challenge
As communities grow, analysts face the growing burden of filtering out irrelevant, low-effort, or even AI-generated responses. Manually reviewing thousands of open-text answers takes time, slows delivery, and risks inconsistencies in quality control. The absence of automated moderation tools meant that analysts often had to sacrifice speed for accuracy, a trade-off that limited both efficiency and scalability.
What is it?
In February, the Product Team finished releasing Moderation Agent. It integrates AI moderation and respondent engagement to drive higher quality, more insightful responses.
In its first release, the feature works behind the scenes for super-admin users, automatically flagging low-quality or AI-generated responses in the raw data export.
Analysts can instantly identify problematic answers through color-coded flags and dedicated quality tabs, drastically reducing manual review time.
Moderation Agent moderates responses directly in the survey. Here, it interacts with community members in real time, detecting low-quality responses and encouraging participants to refine their input before submission. This shift transforms moderation from a reactive process into a proactive one.
We can also feed the agent with the information to predict the type of response we are looking for. For example, if the question is “What is your favourite hiking clothing?”, we can tell the agent that we are interested in brand mentions, so it can flag responses where the participant does not mention any brands.
Benefits
With Moderation Agent, research teams gain a faster, smarter, and more consistent way to ensure response integrity. On average, in-survey moderated responses contain 20–30% more content than non-moderated ones, which is a meaningful difference when you’re extracting insight rather than just top-line sentiment. Longer, more detailed and more developed in thought responses.
- For analysts, it saves hours of manual data cleaning and guarantees a uniform standard of quality across projects.
- For participants, it enhances engagement by guiding them toward better contributions.
- For clients, it delivers insights they can trust, powered by a platform that champions transparency and data authenticity.
Ultimately, the Moderation agent provides clients with industry-leading research integrity, combining quality checking, AI detection, and real-time engagement to redefine how high-quality data is gathered and validated.
Location Home
Challenge
The rise of omnichannel experiences and blurring of lines between physical and digital environments continues to evolve how customers buy and interact with brands. Yet physical locations still account for 80% of total retail sales, meaning in-store remains a key revenue driver and critical channel within the customer journey.
SMG understands the pressure frontline teams face, which is why we redesigned the location dashboard to simplify decision-making and highlight the actions that matter most. With less noise and clearer priorities, teams can spend less time navigating data and more time driving meaningful improvements at their location.
What is it?
The redesigned and enhanced experience delivers a simplified, at-a-glance dashboard to accelerate the time to action by consolidating only the most critical performance metrics and next-best actions in one place. Focus areas have now been enhanced to also automatically surface real customer comment examples aligned to each focus area. This eliminates the need to manually search for insight and deepens customer understanding to deliver more targeted, effective coaching. The introduction of a case card brings the identification of at-risk customers into the location dashboard, facilitating an intuitive close loop workflow to empower staff to quickly and easily resolve customer issues to drive customer loyalty.
In short, we’re reducing the noise so you can get in, get what you need, and get on with your day.
Benefits
- Accelerate time to action: A simplified, at-a-glance dashboard accelerates time to action by eliminating noise and consolidating the most critical performance metrics and next-best actions in one place.
- More targeted coaching: Enhanced focus areas now automatically surface real customer comments aligned to each focus area, bringing each focus area to life, deepening customer understanding to deliver more targeted, effective coaching.
- Faster customer recovery: The inclusion of cases within the location dashboard empowers teams to respond to negative experiences even more quickly, turning potential detractors into loyal customers
- A better user experience: A cleaner, slicker, less cluttered experience, eliminate noise to only surface the most important location specific metrics, built on Ignite to future proof and benefit from future enhancements.